Telecommunications Equipment Operator

Veterans Health Administration•Madison, WI

1d•Onsite

About The Position

The Telecommunications Equipment Operator provides telephone and telecommunications support to VISN 12 facilities and customers as part of the VISN 12 Centralized Attendant Center at William S. Middleton Memorial Hospital in Madison, Wisconsin. The role operates computerized telephone and telecommunications systems, routes calls and inquiries, and provides customer and visitor referral services. It also handles difficult or emergency calls, supports telecommunications system operations and maintenance, and monitors related computer-generated files and peripheral equipment. The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., with rotating weekends and holidays. This is an open and continuous announcement; applicants are reviewed and referred as they are submitted until vacancies are filled. Applicants must meet federal eligibility and qualification requirements. Qualification may be based on specialized experience, qualifying education, or a combination of both. The position requires U.S. citizenship, an online assessment, and applicable background and onboarding steps. A one-year probationary period or two-year trial period may apply.

Requirements

U.S. citizenship.
Meet applicable federal time-in-grade requirements, if applicable; for GS-05, one year at GS-04 is required for covered federal employees.
One year of specialized experience equivalent to at least GS-04, such as activating, monitoring, and controlling computer systems; working with complex computerized telecommunications or phone systems; providing customer service and information to internal and external customers; maintaining confidentiality of personnel and patient information; or working with computers that process data in stored programs.
Alternatively, four years of successfully completed education above high school in an eligible accredited institution, or a qualifying combination of education and specialized experience.
Complete the required application steps and online assessment.
Meet background/security investigation, onboarding, and acceptable identification requirements.
Males born after December 31, 1959, must meet Selective Service registration requirements.
Participate in the seasonal influenza vaccination program as required for VA Health Care Personnel.
Serve a one-year probationary period or two-year trial period, as applicable.

Responsibilities

Provide telecommunications support and customer service by recognizing and routing patient and other inquiries.
Provide routine information and direct callers to the appropriate area.
Provide general telephone and visitor referral services.
Operate the VISN 12 Centralized Attendant telephone system to receive and connect incoming and outgoing calls using computerized equipment and telecommunications software.
Handle difficult calls, including threatening, abusive, or distressed callers, and initiate traces with local telephone and police authorities for threatening or emergency-related calls.
Answer and place recurring calls, including internal network and routine long-distance calls.
Provide customers with information about telephone extensions, organizational functions, and staff.
Operate computerized telecommunications systems and perform related support and service functions.
Maintain, list, and monitor computer-generated telephone files.
Set up, operate, and monitor computer systems and peripheral equipment, such as printers, code alarms, and other monitoring equipment as needed.